Enthusiastic Call Center Supervisor eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Possessing a clear understanding of billing and collections and training in telecommunications. Motivated to learn, grow and excel in every situation. Proactive Call Center professional bringing excellent leadership skills and capability to help staff meet and exceed customer expectations. Equipped to train, monitor and manage high-performance teams in fast-paced environments. Personable and decisive with expertise in diplomatic conflict resolution and consumer behavior.
Skills
Customer service excellence/Call Center Operations
Call Center Technical Operation Supervisor, 01/1986 to 02/2003 AT&T Telecommunications – City, STATE,
Assisted in two Call Center builds, acting as liaison between Call Center Tech Op’s department and System Tech Op’s department
Responsible for hiring recruitment, holding training seminars, and issue performance evaluations with technical sales and service representatives
Overseeing technical staff of 23 representatives, quality assurance analyst, report submission deadlines, execute payroll calculations, and schedule coordinator
Performing attendance, employee coaching, and mentoring, department sales motivator, performing Inventory management
Monitoring calls for quality assurance, coaching representatives 70% of time to reduce truck rolls by 40%, hold sales rallies to increased number of sales by 35%, make necessary system adjustments and respond to customer inquiries
Handle complex customer issues and complaints more effectively to prevent further escalation, monitor and troubleshoot system outage to ensure repair of cable system is done in timely manner
Responsible for “Quality Control” inspections of in-house and contract installation and service work, ensure compliance in all systems of CLI, FCC, and OSHA performance standards and responsible for compliance with State, OSHA, and company safety guidelines and requirements
Responsible for timely monthly completion and accurate filing of FCC leakage, and proof of performance reports and system/subscriber outage logs, maintaining local public file technical documentation
Clinical Oncology Medical Assistant /Certified Phlebotomist, 02/2004 to 02/2008 Hematology-Oncology Of Boca Community Hospital – City, STATE,
Excellent patient care skills, observing abnormalities, record vital signs, charting patient information with complaints, and ability to allay patient fears and elicit collaboration
Adept in Venipuncture, Capillary punctures, Blood cultures, and Flow cytometry, performing over 1538 blood draws monthly, administering drug injections and countering drug interactions from chemotherapy
Send out laboratory functions, proficiently using Scilogex DM4124 hematocrit centrifuge, specimen aliquoting, packaging blood and other specimens for transport to reference laboratory
Handling patient hospital and Hospice admissions, referring patients for CT, PET, U/S, MUGA, MAMO, MRI scans, Tissue Biopsies, and Calling in Prescriptions, Lab results, Scan results, and Other instructions
Following COLA accreditation, OSHA guidelines, JCAHO regulations, HIPAA compliance, and MSDS record keeping
Working closely with twelve Doctors and two Nurse Practitioners in large fast-paced oncology suite
Performing cancer research by obtaining 100 random unidentified whole blood/serum/plasma specimens per month for processing
Performing 12-lead electrocardiograms
Call Center Technical Operations Supervisor , 02/2008 to Current Unemployed At This Time – City, STATE,
I have been out of the field for a time due to some unexpected medical issues. Everything has been taken care of and I am ready to get back into the workforce. I would be open to elaborate more if you have further questions!
Education
Bachelor of Science: Computer Science, Expected in 01/2025 to Strayer University - Washington, DC GPA:
Majored in Information Technology
Minored in Cyber Security
Continual academics with 4.0 GPA
President's List 2018
Dean's List 2018
Member of The National Society of Collegiate Scholars - (NSCS)
Member of The Society of Collegiate Leadership & Achievement Honor Society - (SCLA)
Awarded Certificate of Acceptance
Diploma / Certification: Health Sciences, Expected in 01/2004 to Ultrasound Medical Institute - North Lauderdale, FL, GPA:
Majored in Medical Assisting
Minored in Phlebotomy
Dean's List 2003
Graduated with 4.0 GPA
Graduated in Top 10% of Class
Member of American Associates of Medical Assistant - (AAMA)
Member of National Healthcareer Association - (NHA)
Member of American Medical Technologists - (AMT)
Member of National Phlebotomy Association - NPA)
GED: , Expected in 12/1985 to Sheridan Technical College - Hollywood, FL, GPA:
Majored in General Education Development
Minored in General Studies
Graduated with 3.9 GPA
Accomplishments
Assisted in two Call Center Builds, acting as a Liaison between the Call Center Tech Op’s department and the System Tech Op’s department.
Collaborated with a team of 15 to develop technical operations department standards.
Inside Sales - Met and exceeded quotas generating 65+ calls per day on leads for selling HBO service packages on aged accounts.
Product Promotion - Up-sold products and motivated customers to upgrade current product plans.
Increased sales 35% over one month's time.
Supervised a team of 23 staff members.
Achieved status as one of 10 top sales performers in the department comprised of over 100 representatives.
Named for “Perfect Attendance” in the Year 1989.
Named “Employee of the Month” in October 1996.
Named Top Seller of “Producers Gold Club” in the Second Quarter 1996.
Named Team Leader “Outstanding Performance, Productivity, and Dedicated Service” in June 2001.
Named for “Perfect Attendance” in Academic Year 2003.
Named for “Academic Excellence with 4.0 GPA” in Academic Year 2003.
Named for “Academic Excellence with 4.0 GPA” in Academic Year 2018.
Achieved "President's List" - "Dean's List" - "Honor Roll in Academic Year 2018.
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Resume Overview
School Attended
Strayer University
Ultrasound Medical Institute
Sheridan Technical College
Job Titles Held:
Call Center Technical Operation Supervisor
Clinical Oncology Medical Assistant /Certified Phlebotomist